Customer Service Manager

Madrid - Spain

Monthly Salary: Not Disclosed

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

About the role:

The Head of Customer Success will create an exceptional customer service model in Spain exceeding service level expectations. The goal is to develop a strategic customer service department focused on knowledge operational efficiency and innovation adding value for teachers schools distribution channels and families. This role will establish strong collaborative relationships across the organization to ensure a consistent personalized and data-driven customer experience.

Technology will significantly enhance this area for customer satisfaction.

Key responsibilities:

1. Creation and Development of the Department

Design and implement the structure processes and culture of the new Customer Service Center.

Define the strategic lines of the area in alignment with corporate objectives and in coordination with the Operations Management.

Establish collaborative relationships with all company departments to ensure a comprehensive customer vision and consistent service across all touchpoints.

2. Digital Transformation and Innovation

Drive the digital transformation of the area through the adoption of emerging technologies such as artificial intelligence robotic process automation (RPA) and predictive analytics.

Develop proactive and predictive customer service models that anticipate needs and optimize the customer experience.

Foster a culture of continuous innovation focused on operational excellence and process improvement.

3. Data Governance and Advanced Analytics

Lead the implementation of advanced analytics systems to measure KPIs customer satisfaction and operational efficiency.

Use data to generate strategic insights that support decision-making across the organization.

Promote the use of dynamic dashboards and executive reporting for the General Management and Executive Committee.

4. Team Management and Service Culture

Build and lead a multidisciplinary customer service team promoting collaboration continuous learning and customer orientation.

Design training programs focused on digital competencies technological tools and service excellence.

Serve as an internal role model for service culture ensuring alignment across departments with defined service standards.

5. Optimization of Channels and Tools

Develop an intelligent omnichannel service model combining self-service automation and personalized support.

Oversee the implementation and evolution of tools such as Freshdesk 3CX Jira Service Manager among others.

Integrate conversational AI solutions (chatbots virtual assistants) to enhance efficiency and scalability.

6. Commercial and Logistics Coordination

Ensure smooth integration between customer service commercial teams and logistics.

Lead support initiatives for schools without in-person service and coordinate the execution of the School Census.

Oversee the management of logistics and financial incidents ensuring efficient and sustainable relationships with key clients.

Required Profile

Over 6 years of experience leading customer service departments in complex and transforming environments.

Proven experience in using technology for customer service.

Advanced knowledge of customer service technologies automation AI and data analytics.

Proven experience in designing and implementing predictive models and digital solutions.

Strong strategic leadership business vision and results orientation.

Advanced English level (B2C1).

Residence in Madrid and availability for occasional travel.

About Sanoma Learning

How do you prepare students for the world engage their curiosity and inspire them to grow That is the main question of teachers all around the world. At Sanoma Learning it has always been our mission to help to find and develop best-in-class answers to this question. If you join us it means that you embark on an exciting journey to help shape the future of learning for primary secondary and vocational education. We believe that your journey is our success as a company.

Sanoma Learning is a leading K12 European learning company operating in 12 countries. Our learning products and services enable and support teachers and schools to develop the talents of every child to reach their potential. By offering printed and digital learning content as well as digital learning and teaching platforms for primary secondary and vocational education we want to grow our positive impact on learning across Europe. With over 3000 employees we help shape the future of education for 25 million of students.

So are you ready to start your journey to help shape the future of learning and help teachers to support all students to reach their potential

Sanoma Learning is an equal opportunity employer; we are committed to inclusion and diversity ensure equal opportunity for all applicants without regard to race color religion sex sexual orientation gender identity national origin disability or any other characteristics.

Required Experience:

Manager

About the role:The Head of Customer Success will create an exceptional customer service model in Spain exceeding service level expectations. The goal is to develop a strategic customer service department focused on knowledge operational efficiency and innovation adding value for teachers schools dis...